Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

27,435 total complaints in the last 3 years.
8,056 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/06/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-mobile charged me on a canceled account and over the phone they wouldn't refund the charge - the account shows as canceled and the equipment has been returned.
Business Response
Date: 08/18/2022
August 18,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ********* ********
Your File No. 17682557
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account.

T-Mobile regrets any inconvenience Mr. ******** experienced regarding his account cancellation and appreciates the opportunity to address his concerns. T-Mobile records reflect that Mr. ******** activated the above referenced account on June 15, 2022, with a T-Mobile 5G Home Internet line ending in 7706. The line of service was subscribed to a T-Mobile Home Internet taxes inclusive rate plan for $55.00 per month.

Mr. ********billing statement dated June 16, 2022, reflected a total balance in the amount of $50.00, which included monthly recurring charges from June 16, 2022, through July 15, 2022, which were due on July 8, 2022. Please note Mr. ******** account was enrolled in AutoPay on June 15, 2022. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As Mr. ******** authorized AutoPay, it is T-Mobiles position that the payment debited in the amount of $50.00 on July 6, 2022, was authorized.

Mr. ********billing statement dated July 17, 2022, reflected a total balance in the amount of $50.00 which included monthly recurring charges for service from July 16,2022, through August 15, 2022, which were due on August 8, 2022. Mr. ******** contacted his Team of Experts (TEX) on July 21, 2022, to cancel the T-Mobile Home Internet 5G line ending in 7706. Our records reflect that the T-Mobile 5G Home Internet Gateway was returned to T-Mobile as of July 27,2022. As Mr. ******** authorized AutoPay a payment was automatically debited in the amount of $50.00 on August 7,2022. However, as of August 9, 2022, the payment debited in the amount of $50.00 on August 7, 2022, was returned unpaid to T-Mobile and charged back to the above referenced account as well as a $25.00 returned payment fee.

Nevertheless, in an effort to amicably resolve Mr. ******** concerns, our office processed a refund in the amount of $50.00 to the original method of payment for the payment dated July 6, 2022, and issued a credit for the outstanding balance of $75.00 for the returned payment and returned payment fee, resulting in a zero balance. In addition, on August 18,2022, T-Mobile issued a credit of $10.17, from the August 16, 2022, billing statement for the recalculated monthly charges following the account cancelation, leaving the account closed with a zero balance. Mr. ******** should receive a final revised statement dated September 16, 2022, reflecting a zero balance. T-Mobile regrets any inconvenience to Mr. ********.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Customer Answer
Date: 08/18/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* Baourdos
Initial Complaint
Date:08/06/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i has tmobile for less than 2 months.. i got 6 phone lines and mobile broadband.. after a month i called them to tell them to cancel the phone lines and ill keep the internet i never used the phone lines because i found out we still had an obligation with atnt.. they told me no worries you are not obligated to pay because we see in the computer that you havent used it the phone lines.. 5 days passed by my internet got disconnected so i called them back and they said that my service has been disconnected because of non payment and that i owed them 300 plus dollars i told the lady that i spoke to someone and they said i wont be responsible for the phone line just the internet.. she said there was no record of the conversion i told her i called like 3 times about. she said she will make another report to get the charges taking off.. i am very dissapointed with tmobile service ive spent hours on the phone.. and ive bee told ill get a call back i never did.. not to mention ive call numurous times about getting a log in for my account and they cant even help me with that.. they keep telling me that they will **** me a call back but they dont..its very frustrating never had this problem with other telephone company.. i am still waiting for them to resolve my billing issue.
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your File No. 17682504
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.

T-Mobile would like to welcome ****************** to the Un-carrier family, and we appreciate the opportunity to respond to his concerns. T-Mobile records reflect that on June 23, 2022, ****************** activated his account with six voice lines, and one High Speed Internet (HSI) line. ****************** remitted payment for $105.00, at the time of activation. T-Mobile records do not reflect a request to cancel the six voice lines. However, on August 11, 2022, these lines were cancelled at his request. Additionally, charges for these lines totaling $334.99 were credited to the account, and a refund issued for $105.00, via a prepaid Mastercard that ****************** should receive within 14 days. The account remains open with a zero balance. We regret any inconvenience to ******************.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ******** contacts with us regarding the matter.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 08/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:08/06/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,Moving to a new address, *******************************************************. Tmobile shows service at this address, yet there is NO SERVICE at this address or within a half-mile of this address. Tmobile needs to correct this ASAP.
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your File No. 17682094
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.

T-Mobile is always working to improve its coverage, and we regret any service issues ******************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address ******************** provided in his correspondence and based on the coverage map, confirms his account address is in an excellent 4G/LTE coverage area, and a good 5G coverage area. However, on August 6, 2022, trouble was reported with ********************** servicing tower for which repair has begun. Regretfully, as of todays date, we do not have an estimated date for repair to be complete. In the interim, to improve his experience we have recommended setting his device to 4G/LTE only or utilizing WiFi calling. On August 12, 2022, T-Mobile issued a credit to the account for one month of service totaling $174.37. Additionally, we have scheduled a follow-up with ******************** to ensure that his service has improved. The account remains open with a zero balance. We regret any inconvenience to ********************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 08/14/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:08/06/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There is a promotion for purchasing a new cellphone: https://www.t-mobile.com/cell-phone/apple-iphone-se-3rd-gen?sku=194253012580 and it states clearly for the promotion: Save 50% with new line - Via 24 monthly bill credits when you add a line on any rate plan. The any rate plane wording is not being honored. Multiple people are stating my rate plan does not qualify. This is further not even explained in the how to get this offer steps: How to get this offer: Purchase a new iPhone SE on a monthly payment plan and pay the applicable sales tax on the pre-credit price at time of purchase. Add a new line of service. Receive up to $215 back via 24 monthly bill credits. I have been denied a supervisor on many occasions and told about a document that can to me that explains my plan does not qualify. This is unethical business practice and click bait. I want the offer to honored and also compensated for wasted time. Please have someone with authority call me,
Business Response
Date: 08/11/2022

August 11, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***************************
T-Mobile Account Holder: *******************************
Your File No. 17681923
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account. Please be advised, T-Mobile records indicate the account holder of record is *******************************, and she has designated *************************** as an authorized user of the account.

********************** regrets any concern ******************** may have regarding the account. Please be advised, the above-referenced account was established on October 24, 2010, and currently has five mobile numbers ending in ****, ****, ****, **** and ****, enrolled in the Value Essentials 4+ rate plan, for $120.00 a month, for the first two lines and each additional line is $25.00, plus applicable taxes. Additionally, the account has a DIGITS line ending in ****, enrolled in the DIGITS Apple Watch rate plan, for ***** a month. It should be noted, as the account is enrolled in AutoPay, each line receives a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.

********************** records indicate that as of July 7, 2022, T-Mobile is offering the Get 50% off iPhone SE (3rd Gen) with New Line Activation promotion, which allows customer to get 50% off an Apple iPhone SE (3rd Generation) **** $215.00, via Recurring Device Credits [RDC]) when they purchase the device on an Equipment Installment Plan (EIP) and activate a new voice line on a qualifying rate plan for use on the new phone.

On August 6, 2022, the account qualified for and took advantage of our EIP program with the purchase of an Apple iPhone SE (3rd Generation). A down payment was not required; however, the account agreed to a series of 24 monthly installments of $17.92. It should be noted, the Value Essentials 4+ rate plan is not a compatible rate plan with the Get 50% off iPhone SE (3rd Gen) with New Line Activation promotion and as such, the account is not eligible for the ****

Furthermore, on August 6, 2022, ******************** contacted T-Mobile to go over the mentioned promotion. T-Mobile apprised the reasons to why he is not eligible for the **** However, as a gesture of goodwill, T-Mobile issued a one-time courtesy account credit of $415.00, to honor the $215.00 discount ******************** was expecting, and the difference of $200.00, was to compensate him for the inconvenience. That said, the account was updated with a credit balance of $271.17. T-Mobile regrets any inconvenience to *********************

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response

Customer Answer
Date: 08/12/2022

Complaint: 17681923

I am rejecting this response because:the offer page has not been updated and this is unethical. I was advised bridge would be update on the website. See link and attachment: https://www.t-mobile.com/cell-phone/apple-iphone-se-3rd-gen?sku=194253012580.

Sincerely,

***************************
Business Response
Date: 08/23/2022
August 23,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ***************************
T-Mobile Account Holder: *******************************
Your File No. 17681923
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 16, 2022, regarding the above-referenced account. Please be advised, T-Mobile records indicate the account holder of record is *******************************, and she has designated *************************** as an authorized user of the account.

********************** regrets any continued concern ******************** may have experienced, and we appreciate the opportunity to review and address this matter. On August 19, 2022, our office spoke to ******************** who confirmed his upgrade concerns had been resolved;however, he advised that the T-Mobile website was not updated to clarify any potential misunderstanding regarding the Get 50% off iPhone SE (3rd Gen)with New Line Activation promotion.

As was previously stated, ****************** currently has five mobile numbers ending in ****, ****, ****, **** and ****, enrolled in the Value Essentials 4+ rate plan, for $120.00 a month, for the first two lines and each additional line is $25.00, plus applicable taxes. Additionally, the account has a DIGITS line ending in ****, enrolled in the DIGITS Apple Watch rate plan, for ***** a month. It should be noted, as the account is enrolled in AutoPay, each line receives a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.

To be clear, the described promotional restriction is with Mr. ******** Value Essentials 4+ rate plan, which provides services at a promotional rate and cannot be combined with the described device discount promotion. Consistent with that rate plan, customers who activate or change to this plan lose, and become ineligible for, any free/discounted line promotions and device promotions on any voice lines on their account.

In addition to the August 6, 2022, courtesy resolution provided to ********************, he was advised that his feedback would be provided to the appropriate channels for further review and, pursuant to his request, our office will follow up with him with the results of that review. T-Mobile regrets any inconvenience to ********************,and we appreciate his feedback regarding this matter.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Initial Complaint
Date:08/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May of 2022 I switch to a new cell phone carrier call tmobile to transfer my phone number to my new carrier the guy that transferred my number said that once my number was transferred my account would close. It didn't I keep getting Bill's form them and I've called tmobile and it's going no where they were suspose to call me back and never did. I have to call them and that's a waste of my time nothing gets done. I paid my last **** before I ever transfer my phone number.
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************************
Your File No. 17681219
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.

T-Mobile regrets ******************** has chosen another service provider, and we appreciate the opportunity to address his concerns. T-Mobile records reflect that on May 21, 2022, ******************** cancelled his mobile number ending in ****, when he ported this number to another service provider. However, the DIGITS line ending in **** remained active and continued to **** until July 28, 2022, when it was cancelled at ******************** request.

Please be advised that if a customer has an open Equipment Installment Plan (***), and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. T-Mobile records indicate ******************** agreed to an *** on October 18, 2020, with the purchase of an Apple Watch SE, and on November 17, 2020, with the purchase of an Apple iPhone 12 handset. When the account was canceled on July 28, 2022, the remaining *** balance of $278.91, was accelerated and will be post to the final billing statement to be dated August 28, 2022.

At the time ******************** cancelled his mobile number ending in ****, the account had a balance of $178.96, and charges have accrued for the DIGITS line since that time totaling $58.19. These charges along with the above referenced accelerated *** charges total $517.05. In an effort to amicably resolve the matter, on August 12, 2022, T-Mobile credited $258.52 to the account, and ******************** remitted payment for $258.53, resulting in a zero balance. Additionally, the **** numbers for ******************** equipment were blocked at his request. ******************** may contact us at ************ should he choose to unblock this equipment. The account remains closed with a zero balance. We regret any inconvenience to ********************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***** May
Executive Response
Initial Complaint
Date:08/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new galaxy s22 ultra from my local tmobile store and when they asked me if I wanted insurance I said yes. I'm in construction I'd also like the best case you have.. so I'm happy I got my new phone and what do you know I shattered the screen the first week I had it I'*******************, on my jobs I have to keep my phone on me and take pictures and make calls and I have been two being sent back and forth between tmoble and assurant for weeks. At the tmobile stores advice I waited out the month for the billing cycle to show the insurance and now they are trying to say I don't have any. I would not ever have purchased a 1000$+ phone without insurance I dont mind paying the deductible or the monthly fee for the insurance but I feel I have been tricked out of 1000$ and my work phone.. I need it replaced
Business Response
Date: 08/12/2022

August 12, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************
T-Mobile Account Holder: *************************
Your File No. 17681053
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account. T-Mobile records indicate the account holder of record is ************************* and she has designated ******************* as an authorized user of the account. Please be advised we have made attempts to contact ************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ************** concerns within this letter.

T-Mobile regrets any concern ************ may have encountered regarding his handset. T-Mobile records indicate on June 11, 2022, the account qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy S22 Ultra 5G handset. A down payment was not required; however, the account agreed to pay $244.50 for the taxes and fees on the full retail price and for handset accessories. Hence, the account agreed to a series of ************************** the amount of $50.00. Unfortunately, T-Mobile records do not indicate the account was enrolled in a handset protection feature.

On July 4, 2022, ************ initiated a claim with Assurant for the damaged ******* Galaxy S22 Ultra 5G. However, Assurant declined the claim, as the device is not enrolled on the required feature.

As we were unable to speak with ************, we were unable to provide a resolution to his concern. However, T-Mobile would like the opportunity to speak with ************ and work toward an amicable resolution. Thus, we request ************ contact our office directly at the number below to further discuss this matter. T-Mobile regrets any inconvenience to ************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***** May
Executive Response
Initial Complaint
Date:08/06/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
TMOBILE TOOK MONEY FROM MY ACCOUNT WITHOUT CONSENT. I MADE AN ARRANGEMENT ON MY ACCOUNT WHICH ALWAYS WAS TWO WEEKS IN TIME DIFFERENCE FROM ONE PAYMENT UNTIL THE NEXT.I HAD $91.65 TAKEN ON 8/4 AND ANOTHER ON 8/5 FOR $91.66.UNDER NO CIRCUMSTANCES WOUND I AGREE TO SUCH A RIDICULOUS ARRANGEMENT.IN ALL MY YEARS "NEVER EVER" HAVE I HAD ANY EXPERIENCE LIKE THIS WITH TMOBILE.I JUST RECENTLY EVEN ADDED AN ADDITIONAL SERVICE BECAUSE OF MY HISTORY GOOD EXPERIENCES.I SPOKE TO *** IN GEORGIA WHO WAS RUDE AND TRIED TO OVER TALK ME WHEN I ASKED FOR A MANAGER AND WHILE EXPLAINING MY POSITION.I INFORM HER THIS WOULD BE MY RECOURSE AND SHE BOLDLY EXPRESSED THAT SHE DIDN'T CARE. MY REQUEST TO SPEAK TO A MANAGER WAS DENIED AND MY ACCOUNT NOTED PROPERLY.SO HERE WE ARE.I WANT REMEDY OF THE RETURN OF MY $91.66 IMMEDIATELY AND A OFFICIAL APOLOGY FOR TREATING ME AS THOUGH MY BUSINESS DOESN'T MATTER.I HAVE 2 PHONE LINES, A TABLET AND WIFI/5G SIM CARD AND MOBILE WIFI.I AM EXTREMELY OFFENDED FROM THIS COURSE OF ACTION AND THE WAY I WAS COMMUNICATED WITH !!!
Business Response
Date: 08/26/2022
August 26,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ***************************
Your File No. 17680993
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account.

T-Mobile regrets any inconvenience ************** may have experienced, regarding his recent payments,and appreciates the opportunity to address his concerns. T-Mobile records reflect that ************** currently has two voice lines, ending in **** and ****, which are subscribed to a T-Mobile Magenta Unlimited 55 taxes inclusive unlimited talk, text,and data rate plan for $80.00 per month. ************** voice line, ending in ****, is also subscribed to an optional Protection <360> Premium handset protection feature for $18.00 per month. ************** also activated a Mobile Internet (MI) line, ending in ****, which is subscribed to a T-Mobile Magenta Tablet rate plan for $65.00 per month. ************** receives a monthly $40.00 credit for the MI line, ending in ****, while maintaining an active voice line. Finally, ************** activated a T-Mobile 5G Internet line, ending in ****, which is subscribed to a T-Mobile Home Internet rate plan for $55.00 per month.

************** also qualified for and took advantage of T-Mobiles Equipment Installment Plan (EIP)on August 26, 2021, with the purchase of a ******* Galaxy Tab S7 64GB Black tablet associated with the MI line, ending in ****, for a total purchase price of $669.99. ************** was required to remit a down payment in the amount of $237.99 and agreed to ************************** the amount of $18.00. ************* also purchased a ******* Galaxy Note 20 Ultra 128GB Bronze handset as of September 9, 2021, associated with the mobile number, ending in ****, for a total purchase price of $1,199.99. ************* was required to remit a down payment in the amount of $449.99 and agreed to ************************** the amount of $31.25.

************** billing statement dated July 13, 2022, reflected a total balance in the amount of $443.62. Please note $183.31 was considered past due. ************** was assessed charges in the amount of $260.31, which included monthly recurring charges, EIP, and a late payment fee which were due on August 5, 2022. Our records reflect that ************** utilized his My T-Mobile profile on July 21,2022, to create a payment arrangement in the amounts of $91.66 due on August 4,2022, and $91.65 due on August 5, 2022. As such, payments were remitted in the amount of $91.66, on August 4,2022, as well as $91.65 on August 5, 2022. T-Mobile was unable to identify any error by T-Mobile and considers these payments valid.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ************** recent contact with his Team of Experts.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the course of the last 13 months, T-Mobile has been unable to fulfill their duty as a service provider. I have spent over 200 hours on the phone with customer support attempting to rectify problems with my account. At one point I had been in touch with **** from the Office of the President at T-Mobile, and he was able to resolve at least some of my issues. Now, several months later, I am experiencing extreme issues with the quality of my service, additional issues regarding my account, proration, billing, and online access. T-Mobile's incompetency has affected my work, and my income. Now, if I would like to switch carriers, I would have to buy myself out of several ****. I DO NOT want to have T-Mobile service any longer. I do NOT want to call T-Mobile customer support again, and I ABSOLUTELY DO NOT WANT A PERSONAL GUARANTEE FROM A T-MOBILE ASSOCIATE. That one line repeated EVERY TIME I CALL, Is a spit in my face. I want out.
Business Response
Date: 08/16/2022

August 16, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: Caullen Omdahl
Your File No. 17679856
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account.

T-Mobile regrets any concern **************** *** have regarding the account and we appreciate the opportunity to assist in this matter. On July 7, 2021, **************** activated the account and has five mobile numbers ending in ****, ****, ****, **** and ****, enrolled in the Magenta rate plan, for a monthly cost of $130.00, for the first two lines and each additional line is $25.00, taxes included. However, as the account is enrolled in AutoPay, each line qualifies for a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. In addition, the account qualified for the 2021 Line on Us 1 promotion and receives an additional $20.00 **** credit.

On the same date of activation, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 12, an Apple iPhone 12 mini, and a Nord N200 5G handset. **************** was not required to remit a down payment; however, he agreed to a series of 24 monthly installments of $34.59 for the iPhone 12, $30.42 for the iPhone 12 mini and $9.00 for the Nord N200 5G. The iPhone 12 qualified for the 2021 Upgrade P5 promotion and is eligible for 24 monthly credits of $34.59, making it free. The iPhone 12 mini qualified for the 2021 Apple Buy 2 P1 promotion and is eligible for 24 monthly credits of $30.42, making it free. In addition, the Nord N200 5G qualified for the 2021 Smartphone Activate P1 promotion and is eligible for 24 monthly credits of $9.00, making it free. It is important to note, the promotional credits are set to be paid out over 24 months with no means to speed up their payout. Thus, if the service is cancelled prior to the full 24 months, any remaining promotional credits *** stop.

On January 2, 2022, **************** purchased two Pixel 6 Pro devices with our *** program. **************** was required to remit a down payment of $675.00 for each device, and agreed to a series of 24 monthly installments of $9.38, for each Pixel 6 Pro.

T-Mobile research confirms that on June 6, 2022, **************** contacted T-Mobile and activated a new line ending in **** and switched the rate plan on the account to the Business Unlimited Ultimate for a monthly cost of $200.00, in which has the AutoPay discount built in the price, plus applicable taxes.

Please be advised, although the account is enrolled in the **************** the monthly payment attempts T-Mobile has made from February 26, 2022, through July 26, 2022, have been rejected. Therefore, **************** has remitted the monthly payments manually, at his convenience. Please note pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, *** be charged if payment is not received by the due date specified on the billing notification.

The billing statement dated June 8, 2022, was sent reflecting a balance of $258.79 due by June 28, 2022, which consisted of monthly access charges from June 8, 2022, through July 7, 2022, *** charges, a late fee, taxes and fees. Please note, on June 22, 2022, **************** cancelled the line ending in ****. Then, as previously stated, T-Mobile attempted to debit the payment due on June 26, 2022, and it was rejected. Thus, **************** remitted the payment of $258.79, manually, on July 3, 2022. The billing statement dated July 8, 2022, was sent reflecting a balance of $254.01 due by July 28, 2022, for monthly access charges from July 8, 2022, through August 7, 2022, *** charges, a late fee, taxes and fees. On July 15, 2022, **************** contacted T-Mobile to go over the account billing. As a courtesy, a goodwill credit of $37.00 was issued to the account. Thereafter, on July 24, 2022, **************** requested the rate plan on the account be reverted to the Magenta rate plan and it was backdated to the beginning of the billing cycle, July 8, 2022. Thereafter, the AutoPay payment attempt done on July 26, 2022, was rejected. Thus, on August 2, 2022, **************** manually remitted the payment of $217.01. Please note, it is T-Mobiles position that the account has been correctly billed in accordance with the selected rate plans.

Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. T-Mobile is always working to improve its coverage, and we regret any service issues **************** *** have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on the account and based on the coverage map, confirms the accounts address is in a good coverage area. However, there are local site issues that *** impact the service. It should be noted, our engineering team is actively working on a resolution to the site issues; however, currently, we do not have an estimated timeframe for a resolution.

Upon speaking with **************** on August 15, 2022, we empathized for the inconveniences encountered and apprised the above. T-Mobile offered to further troubleshoot the problems with the online access. However, **************** confirmed, that issue has been resolved. In addition, to amicably resolve this matter, T-Mobile offered to take the equipment that is currently under an *** back and upon receipt, in a good working condition, absolve him from any remaining balances owed. **************** confirmed the Nord N200 is damaged and cannot be returned. Thus, if the account is fully cancelled, **************** will be fully responsible for the remaining balance owed. As a courtesy, we closed the *** associated with the Apple iPhone 12. Also, **************** agreed to follow up with us if he decides to return the Apple iPhone 12 mini. In addition, **************** opted to keep the Pixel 6 Pro devices and pay them off, at his convenience. Also, **************** agreed to speak with the end users of the account and discuss the possibility of porting their mobile numbers to another provider and meanwhile the account will remain active. T-Mobile regrets any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Recently both my wife and I have started to receive several spam text messages per day. These unsolicited text messages are an annoyance and also represent potential fishing and other security risks. T-Mobile must do more to prevent these.
Business Response
Date: 08/15/2022
August 15, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************
Your File No. 17679788
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account.

T-Mobile regrets to hear of ************** concerns, and we appreciate the opportunity to respond. T-Mobile uses filters to monitor and block spam messages from entering our network and reaching our customers. T-Mobile works hard to provide the best possible protection against spam for our customers, and we regularly update our systems. If our customers receive a spam message, we encourage them to contact our Team of Experts (TEX) so we can timely update our systems to avoid other customers from receiving similar messages.

T-Mobile offers several tools for our customers to filter the types of messages they receive. Our customers can block messages by type (SMS, MMS) or utilize our Family Allowances feature to block messages at a certain threshold. T-Mobile also offers tools that allow for customers to compile safe lists and filters to help avoid messages from particular parties or with particular content or even to block all messages from the internet. More information about these tools can be found online at www.T-Mobile.com or by contacting our Team of Experts (TEX) at ************.

In addition to filters, we encourage our customers to be vigilant with their personal information. **** services and service providers share or sell their customers information with third parties and list aggregators who engage in illegal spamming. T-Mobile does not engage in this practice, but by carefully reviewing offers and privacy policies our customers can avoid having their personal information included in these lists. If a customer receives a message from one of these lists, there is often a specific opt-out process they must follow to avoid future messages.

We regret any unwanted messages ************** has received and hope the information above will assist him in preventing the receipt of future unwanted messages.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Customer Answer
Date: 08/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for t mobile back in February and they have been giving me hard time each month is different bill with different plan. I spend hours on chat to solve the issue. In the end they just give me credit and tell me to downgrade my device I was promised 30 for a line plus the thrid was free so two lines thats 60 plus my phone 30 comes to 90 with auto pay without autopay is 120. I have to be on chat for hours to make sure I can afford my phone bill. I just want what was promised thats all nothing more and nothing less. I dont wanna have to deal with chat every single month to make sure I can afford it.
Business Response
Date: 08/16/2022
August 16,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re:      *************************
Your File No. 17679321
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 5, 2022,regarding the above-referenced account.

T-Mobile regrets hearing of ****************** concern regarding her T-Mobile billing. T-***** record reflect on February 1, 2022,**************** activated her account with three voice lines ending in ****, 2391,and **** and subscribed to the T-Mobile Essentials rate plan for $100.00 plus applicable taxes and fees for the first two lines of service and $20.00 plus applicable taxes and fees for each additional line of service. Additionally, **************** agreed to and took advantage of our Equipment Installment Plan (EIP) with the purchase of a two ******* Galaxy A32 handsets at a retail price of $282.00 each. **************** was not required to remit a down payment but agreed to 24 monthly installments of $11.75 each.

With the activations and purchases, **************** qualified for our 2021 Smartphone Activate P4:Free smartphone with AAL offer. This offer, which was available from October 15, 2021, to April 6, 2022, allowed customers to get a free qualifying smartphone, up to $300.00, via recuring device credits when they purchased it on EIP and activated a new line of service on any voice rate plan. As such,****************** account receives two monthly promotional device credits in the amount of $11.75 each. Additionally, *************** qualified for our 3rd line free on Essentials, Magenta, Magenta *** or Business Unlimited plans offer. This offer, which became available on January 13, 2022, allows new customers activating at least three voice lines on a qualifying rate plan to receive one voice line free via monthly bill credits. As such, ****************** account receives a monthly bill credit of $20.00.

**************** also participated in T-Mobiles JUMP! On Demand (***) with the lease of an Apple iPhone 13 handset. *** is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a Purchase Option Price (POP) should they chose to own the device. Once the *** 18-month lease ends, customers have the option to return the leased handset to a retail location, upgrade to a new device, turn in the handset to avoid the POP, or purchase the device by paying the POP. At the time of lease,**************** was required to remit a capital cost reduction payment of $49.99 and agreed to remit 18 monthly lease payments of $30.00 plus applicable taxes and fees with a POP of $210.00 plus applicable taxes and fees. Based on the above, ****************** monthly recurring charges are $130.00 per month plus applicable taxes and fees.

Although T-Mobile records reflect **************** has contacted Team of Experts (TEX) regarding her concerns and received manual credits towards her account on several occasions,these credits did not change ****************** monthly recurring charges.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ****************** contacts with our retail location or TEX.

Upon speaking with ***************, we advised her of our findings. T-Mobile regrets any inconvenience to *****************

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

T-MOBILE ***,INC.

***************************
Executive Response
Customer Answer
Date: 08/16/2022

Complaint: 17679321

I am rejecting this response because: it is not what I was promised to pay every month!!!! Hints of the document that was signed by store employee

Sincerely,

******************;
Business Response
Date: 08/26/2022
August 26,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re:      *************************
Your File No. 17679321
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns Ms. ******************* have, regarding her monthly cost, and we appreciate the opportunity to review and address her concerns.   Upon review of ****************** account, we show she is subscribed to out T-Mobile Essentials rate plan for $100.00 for the first two lines before AutoPay discount. The third line has the free line promotion making it free, therefore the monthly cost for ****************** services is estimated to be $100.00 plus taxes before AutoPay. T-Mobile records confirm all rate plans cost are displayed with the AutoPay discount being included. AutoPay is a no-cost feature that automatically deducts the balance owed on the account up to three days prior to the associated account due date using a stored payment method provided by the customer. Customers who have AutoPay, are eligible to receive a $5.00 credit per month, per applicable line of service.

**************** also participated in T-Mobiles JUMP! On Demand (***) with the lease of an Apple iPhone 13 handset. *** is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a Purchase Option Price (POP) should they chose to own the device. Once the *** 18-month lease ends, customers have the option to return the leased handset to a retail location, upgrade to a new device, turn in the handset to avoid the POP, or purchase the device by paying the POP. At the time of lease,**************** was required to remit a capital cost reduction payment of $49.99,and she agreed to remit 18 monthly lease payments of $30.00 plus applicable taxes and fees with a POP of $210.00 plus applicable taxes and fees. Based on the above, ****************** monthly recurring charges are estimated at $130.00 per month plus applicable taxes, fees,and additional purchases, reduced to $120.00 plus taxes and etcetera should she establish and maintain active AutoPay.

On August 24, 2022,our office reviewed this information with **************** and applied a $10.00 courtesy credit to her account to match the discount for one month, thereby providing *************** the opportunity to log online, visit her T-Mobile app, or call the automated system to select AutoPay, and receive the discount automatically,going forward.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response

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T-Mobile USA, Inc. is NOT a BBB Accredited Business.